This is what the best in the business do:
- see training as a critical investment - not expense
- train and empower front-line employees to resolve most complaints during the first contact
- make it easy for customers to complain through extensive use of centralised customer help-lines, 0800 numbers, complaint/comment cards, easy-to-use customer appeal processes
- enter complain data in fully automated and integration information systems - use this for analysis to improve services, staff training, competitor analysis, strategic planning
- consider complaints and customer feedback as opportunities to improve and increase customer satisfaction
- listen to the customer voice
- focus on improving quality
- have dynamic planning processes
- communication policy throughout the organisation
- communication strategic plan throughout the organisation
- recruit and hir the best for customer service
- recognise and reward success